Unit of competency Outline

Date retreived
22/07/2026 9:10 AM AWST

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Identify and resolve client IT problems

Identify and resolve client IT problems

Unit of competency
National Code
ICASAS410A
State Code
D8072
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
18/07/2011
View on TGA
State Implementation and Classification
Approved Date
08/03/2012
Field of Education
020305 - Systems Analysis And Design
Original Release Date
08/03/2012
Nominal Hours
35
Description
This unit defines the competency required to record and prioritise client support activities, determine the required resources, solve client IT problems or escalate as necessary.
Notes
Elements and Performance Criteria
1. Determine client problems
  • 1.1 Determine client problem by using questioning or other techniques
  • 1.2 Document responses of client for follow-up action
  • 1.3 Examine logged requests to determine specific requirements
  • 1.4 Take action where required to gain further information
  • 1.5 Refer to a database of known problems to identify possible resolution options
2. Prioritise client problems
  • 2.1 Determine the scale of the problem based on information gathered
  • 2.2 Establish and record relevant constraints
  • 2.3 Undertake an impact analysis of the problem to determine severity and risks
  • 2.4 Prioritise the problem according to the organisation's escalation procedures
  • 2.5 Provide advice and support to the client from database of known problems, where appropriate
3. Refer problems where required
  • 3.1 Investigate and apply the appropriate process to follow when referring problems to third parties
  • 3.2 Provide third party with client and problem details as required
  • 3.3 Document the advice and support provided by third party according to organisational guidelines, where appropriate
4. Carry out maintenance
  • 4.1 Obtain appropriate components for resolution in line with organisational guidelines
  • 4.2 Complete maintenance in line with organisational guidelines
  • 4.3 Store or dispose of used components following organisational environmental guidelines
5. Prepare maintenance report
  • 5.1 Prepare a maintenance report, including information about problems and resolution action
  • 5.2 Forward maintenance report to client for feedback
6. Confirm problem resolution
  • 6.1 Obtain feedback from the client to ensure requirements have been met
  • 6.2 Forward client feedback to appropriate person for sign-off and record in known problems database as appropriate
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Client may include:
employee
external organisation
individual
internal department.
Problem may be in reference to:
failure to:
print
load
perform a feature correctly
save
login
connect
boot
recognise peripheral devices
failures in a range of IT areas, including:
application programs
business programs
networks
systems.
Requirements may be in reference to:
application
business
employees
network
system.
Constraints may include:
budget
hardware
legal constraints
policy
resource
software
time.
Advice and support may include:
advice on hardware supported by the organisation:
configuration of printers and scanners
formatting of disks
operation of printers
setting of screen resolution
advice on software used by the organisation:
creating graphs
formatting spreadsheets
setting up email system
setting up of word-processing documents for printing
client documentation
manuals
vendor documentation.
Organisational guidelines may include:
communication methods
content of emails
dispute resolution
document procedures and templates
downloading information and accessing particular websites
financial control mechanisms
opening mail with attachments
use of emails and internet access
virus risk.
Maintenance may include:
24 hours a day, 7 days a week support
business hours only support
on-site response
real-time online support
remote diagnostics
return to depot
second-level support
telephone support.
Components may include:
CD and DVD drives
central processing unit (CPU)
complementary metal oxide semiconductor (CMOS) battery
fax or modem cards
interface cards
motherboards
random access memory (RAM).
Environmental guidelines may include:
recycling of packaging:
cardboard
paper
polystyrene
recycling or disposal of e-waste:
cathode ray tube (CRT) monitors
printed circuit boards
redundant hardware.
Appropriate person may include:
authorised business representative
client
help-desk person
subject matter expert
supervisor
system administrator.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
record and prioritise client support activities
determine the required resources
solve the client problem or escalate according to organisational guidelines or practices.
Context of and specific resources for assessment
Assessment must ensure access to:
sites with a representative range of current industry-standard hardware
sites with a representative range of current industry-standard software and diagnostic tools
technical records
organisational guidelines
vendor documentation
appropriate learning and assessment support when required
modified equipment for people with special needs.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct observation of candidate:
undertaking maintenance and preparing a maintenance report
using database of known problems
review of maintenance report prepared by candidate
verbal or written questioning to assess candidate’s knowledge of maintaining and solving client computer problems.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, where appropriate.
Assessment processes and techniques must be culturally appropriate, and suitable to the communication skill level, language, literacy and numeracy capacity of the candidate and the work being performed.
Indigenous people and other people from a non-English speaking background may need additional support.
In cases where practical assessment is used it should be combined with targeted questioning to assess required knowledge.
Replaces
State Code National Code Title Type
D0193 ICAS4022B Determine and action client computing problems Unit of competency
Replaced By
State Code National Code Title Type
AUW54 ICTSAS410 Identify and resolve client ICT problems Unit of competency